DIRECTOR, WORKFORCE MANAGEMENT

Overview

Job Summary

The job position is within the department of Workforce Management. The WF Director is responsible for all the accounts support by the local WFM team in our centralized GWF facilities including Cebu and Dumaguete. The operational management of planning, scheduling and real-time management roll-up to the WF Director.

Main Objectives and Duties

WF Director ensures vital contribution in realization of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. The WF Director is responsible for WFM in all clients/accounts. WF Director focus on adding value by;

• Managing Communication Lines (Planner, Traffic/RTA, Operations)
• Secure Structure, Process and SOP
• Assure Quality Control
• Giving Advice to WF Managers, WF Supervisors and all team members
• Propose strategies with the upper management and the client

Responsibilities

Main duties/outcome objectives

(Human side) Responsible for job performance and general development of each team member;

• Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience;
• Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements;
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;
• Training new team members in terms of general skills;
• Periodically reviewing personal development by means of mutual discussion and recording of personal development;
• Builds and effectively lead a diverse team of managers and professionals in a high growth environment;
• Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively;
• Having regular team meetings and organizing team building activities
• Attending and participating in planning consultation between WFM and Client Team regarding planning
• Attending and carrying out screening tests.

(Product side) Development and continuous improvement of services WFM in favor of the Client Teams, in such a way that optimum quantitative results are achieved. Among other things referring to:

• Developing, optimizing and safeguarding the structure, systems, instruments and procedures in relation to WFM at Client Team level;
• Continuous planning improvement aiming for a more efficient and effective schedule
• Determine conditions and targets of WFM;
• Managing expectations of internal customer (Client Team)
• Increasing satisfaction level of internal customer (Client Team)
• Highlighting alterations in company regulations regarding planning and schedules whilst consulting HD department.

Also preparing new projects allocated to the Client Team, in regards to the required and available capacities (staff numbers and work space), in such a way that a timely and qualitatively informed implementation can be realized. For this purpose amongst others:

• Evaluating required and available capacity (people and work space), outlining discrepancies and working out consequences at Client Team level;
• Consulting with Client Team manager and Delivery manager about assigning projects in existing teams, setting up new CSR teams etc.;
• Recording availability and level of experience of CSR staff.

(Implementation) In charge of ensuring a successful planning and traffic implementation. Among other things referring to:

• Lead strategic decision-making using forecast, planning, trend history and real-time data and schedule management of all resources
• Safeguarding and encouraging communication amongst staff
• Quality control of delivered WFM products and processes
• Maintaining availability during week for communication with all Client Teams
• Organizing and allocating of work for Planners, Forecasters, Schedulers and RTA staff
• Evaluating and implementing restoring measures
• Increasing satisfaction level of stakeholders
• Achieving set targets/WFM targets
• Dealing with complaints and dissatisfaction regarding WFM

Social interaction

Discussing planning and available capacity with all those concerned. Directing the Planners and RTA staff. Consulting with Client Team Managers, Operations Managers and Account Management about nature and scope of potential projects. Discussing team set up and idle-time and consulting particular details with all those concerned. Positioning of planning aimed towards Client teams. Intermediating role in the occurrence of complaints and problems.

Qualifications

Professional experience and education level

• At least 10 years of senior leadership experience with a minimum of 5 years in Workforce management leading managers and a team of exempt level professionals
• College-level coursework, preferably in logistics, economics, statistics or mathematics
• Work experience in call center environment with planning

Capacities

• Flexibility
• Strategic thinking
• Coaching skills
• Communication skills
• Customer and client management skills
• Organization awareness
• Innovation

Skills

• Analytical and numerical insight
• Strong communication skills
• MS Office and specifically Excel
• Accuracy
• Good knowledge of contact center procedures
• Thorough knowledge of traffic theory (erlang) and WFM.
• Very good knowledge of WFM tool/s (Verint, NICE, ASPECT, IEX, Avaya CMS, etc.)